> Source: [sk183782](https://support.checkpoint.com/results/sk/sk183782)

# sk183782 -  Many users of Identity Agent for endpoint computers are disconnected with "session expiration" error immediately after policy installation on PDP Gateway

| Property | Value |
|----------|-------|
| Solution ID | sk183782 |
| Date Created | 2025-08-19 |
| Last Modified | 2025-08-21 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82, R81.20, R81.10 (EOS) |

## Symptoms

- * A Policy Decision Point (PDP) Security Gateway administrator installs policy. Then, many users of Identity Agent for an endpoint computer fail to access resources located behind a Policy Enforcement Point (PEP) Security Gateway. The Identity Agent shows a "*session expiration*" error message.
* Identity Clients do not reconnect automatically.
* Session expiration logs appeared for users across different sites, subnets, and machines, with no clear commonality among affected users.

## Cause

By default, the Identity Agent sends *keep_alive* requests to the PDP Gateway 30 seconds before Time to Live (TTL) expiration. For example, for a 10-minute TTL, the clients send the request after 9.5 minutes. If the policy installation takes a relatively long time, then the PDP Gateway cannot respond to the Identity Agents before the TTL expiration. As a result, the Identity Agents drop their connection to the PDP Gateway.

## Solution

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